Complaints and Appeals Policy for Enquirers and Applicants

This Policy is for Enquirers and Applicants and applies to anyone who either contacts the Admissions Department with an enquiry, or who applies to study a course taught at Aberystwyth University.  This policy does not apply to colleges who offer courses validated by Aberystwyth University as the Colleges manage their own processes for enquiries and admissions, including any complaints or appeals which may arise from those.

1. Aberystwyth University is committed to providing excellent customer service and the Admissions Department continually monitors feedback and addresses concerns brought to their attention by staff, students, applicants or enquirers. The University has a duty of care to its applicants and enquirers, and this includes the provision of fair and transparent admissions procedures, as detailed in the University’s Admissions Policy, for all applicants, those who apply via UCAS and those who apply directly via the University’s online application.

2. We recognise, however, that there may be occasions when an enquirer or applicant will feel dissatisfied with the service provided by the University’s Admissions Team, any procedures which are part of the enquiry and admissions process, and/or outcomes of any of these processes.

3. Complaints and appeals must normally be made directly by the enquirer or applicant to the University. A complaint or appeal from a third party, either through the Early Resolution Stage or through the formal stage, will only be considered in exceptional circumstances, where an applicant has provided valid reasons for this request, together with written authorisation that they are happy for the third party to act on their behalf.

4. Complaints which are submitted anonymously will not be investigated.

5. Complaints and appeals can be submitted in Welsh and will not be treated any less favourably than complaints and appeals made in English. Enquirers or applicants requiring reasonable adjustments to submit a complaint or appeal are encouraged to contact us directly by emailing admissions@aber.ac.uk

Definitions

6. A complaint is defined as a specific concern related to an alleged procedural error, irregularity or maladministration in the enquiry or admissions procedures as defined in the Admissions Policy. An appeal is a request for the review of an admissions decision and/or outcome of an application or interview, or the wording of terms and conditions of an offer.

7. The University will not consider discussions or disputes on matters it regards as those of academic judgement.

Procedure

8. The University operates a two-stage process for complaints and appeals.

Early Resolution Stage

9. If an enquirer or applicant is unhappy with any aspect of the enquiry or admissions process, the issue needs to be raised informally in the first instance, this is known as the Early Resolution Stage. They will need to contact either the member of staff they have been dealing with in writing, or email details to admissions@aber.ac.uk within 14 days of the concern being raised. Staff will make every reasonable effort to explain procedures, allay concerns or otherwise respond to the issue raised. These discussions must be undertaken via email so that a written record is available, if required, as evidence should the complaint or appeal proceed to the formal stage. Informal requests will be responded to within 14 working days.

10. Admissions staff will make every effort to explain entry criteria, how selection criteria works and why a particular decision has been made, but the University will not review an admissions decision simply because an applicant disagrees with or wishes to challenge the criteria set.

11. In exceptional circumstances, the Head of Admissions Operations can approve a complaint proceeding directly to the formal stage, for example, if there was a serious allegation of discrimination. This request can be made by emailing admissions@aber.ac.uk.

Formal Stage

12. Whilst most cases are resolved by the provision of informal feedback, if an enquirer or applicant remains unsatisfied with the informal feedback they have received, then a formal complaint or appeal can be submitted via this Microsoft Form.

13. When a formal complaint or appeal concerns Admissions staff, or enquiry or admissions procedures outside of the Enquiries and Admissions Team, it will be the responsibility of the Head of Admissions Operations, or nominee, to lead on the investigation.

14. If new evidence is supplied following receipt of the original application, such as additional qualifications that weren’t listed on the application or if there have been personal mitigating circumstances, then the University reserves the right to decide whether the new evidence can be considered. An applicant must provide a reason as to why the documentation or mitigating circumstances were not submitted with the original application for this to be taken into consideration.

15. A complaint or appeal should be submitted in writing within 28 days of any specific alleged incident or action, which includes the 14 days for Early Resolution, by completing the attached form and providing as much detail and information as possible.

16. Appeals can only be submitted on the following grounds and one of the following needs to be demonstrated:

  • there has been an administrative error
  • proper process has not been followed
  • there were documented errors or omissions in the advice provided to the enquirer or applicant by admissions staff

17. We will acknowledge receipt of a formal complaint or appeal within 5 working days.

18. An investigation will take place, led by the Head of Admissions Operations or nominee, with input from the relevant Admissions staff or other parts of the University as appropriate.

19. If the complaint or appeal is directed at a member of the Admissions Team, then the investigation will be led by another Senior Manager within Global Marketing and Student Recruitment. If further information is required or it is anticipated that there will be a delay in responding, we will email to advise of this.

20. Face-to-face meetings will not normally be part of any investigation.

21. We will respond to a complaint or appeal in writing within 6 weeks of receipt of all information. The response will include details of the investigation which has taken place, will outline the response to the investigation from areas of the University involved, and will detail the findings of the investigation.

22. If a complaint or appeal is upheld, the University will take such reasonable action as is appropriate and inform the enquirer/applicant of the outcome in writing via email. Reasonable action resulting from an appeal which is upheld would be, for example, to reconsider the application or conditions of the offer. In such circumstances, the University may not be able to guarantee admission in the academic session initially requested; admission at an alternative point of entry may be offered. Reasonable action to remedy a complaint which is upheld could, for example, include an apology or an undertaking to revise an existing procedure.

23. If the appeal or complaint is not upheld, we will communicate the reasons for this decision in writing via email. The decision of the person leading the investigation will be final, and there is no further right to appeal.

24. All complaints and appeals will be dealt with confidentially and with due regard for privacy. Information may be disclosed to members of the University who have a need to see it to investigate the appeal or complaint. The record of the complaint/appeal and any supporting papers will be destroyed one calendar year after the applicant’s relationship with the University has ended.